Tumpak ganern sa PID
What are the 2 types of verification?
OTP via IVRS and Manual Positive Identification
This category refers to client's personal/fixed information
Static Information
What is the matrix for SIMPLE PID?
2 static, 1 negative confirmation
Name misplacement is NOT considered as Failed PID? True or false ?
True
Client called to change her email address, but her verification status is UNVERIFIED. What PID matrix should the BBS use?
CIU - 3 Static, 3 Dynamic, 2 Behavioral
What are the 3 things that will be asked to caller in order to be verified via IVRS?
Account number/ Card number Last 2 digits of mobile number/OTP
Information voluntarily provided by the Customer or part of the inquiry/concern. What is the action to be taken?
BBS should ask other questions from the customer • Volunteered information should NOT be considered as a valid PID
Client provided 2 incorrect answers. What process should be done?
refer to FCD for further investigation
Provide 3 examples of nature of the transaction
Withdrawal
Fund transfer
Bills Payment
Provide the PID Matrix for Complex with and without transaction
With Transactions - 3 static, 1 dynamic, 1 negative | No Transactions - 3 static, 2 negative
Give 3 examples of NEGATIVE CONFIRMATION questions
What is the name of your co depositor
When did you last issue a check?
Which store do you often use your card to purchase/transact?
Follow-up calls – requests or complaints (No Reference number Provided)
If no reference number provided, follow Simple verification. For Simple verification, BBS should not ask leading questions
If information is not enough to conduct PID, What process should we follow ? ( bank and cards)
For Bank: refer client to branch to inquire /file the request. Do not refer to FCD. For Cards: BAU on updating of client information. Do not refer to FCD
Mandatory Questions we must ask clients:
Mobile Number
Email Address
Complete Name
For multiple queries (1st concern = Simple PID; 2ND concern = MID PID) What type of PID and matrix should we follow ?
If initial concern requires SIMPLE PID and was escalated to a query that requires MID PID. BBS to conduct COMPLEX PID. With this, agent can already address whatever concerns client may have as verification is already sufficient to cover all concerns.
Give 5 examples of STATIC questions
Complete name, date of birth, email address, mobile number, mother's maiden name
BBS asked for client's recent transaction. Client replied: "S&R ata". When you checked, it was her 3rd to last transaction. Is this answer acceptable? Explain.
Yes, any of the last 5 APPROVED transactions
The client's called in but BBS can hear another person dictating static answers from the background. What process should we follow ?
Refer to BOA/ nearest branch
Ms. Cruz, the authorized handler of Mr. Cruz, called in and provided the reference number. What PID matrix should you follow?
No need to conduct PID
An SBC Executive called to report his stolen card. What PID matrix should you follow?
Wealth/Gold: COMPLEX - 3 static, 1 negative
Give 2 examples of DYNAMIC questions
When was your recent transaction
What was your recent transaction
BBS asked, "when was your recent transaction?" Client replied, "Nung Sept. 10, 2024". When BBS checked EQ, the transaction was made on August 24, 2024. Is the answer correct? Explain.
No: -14, +14 days from transaction date
Client requested to change mobile number. Genesys status is VERIFIED. What PID matrix should you follow?
No need to conduct PID
What process should be completed in order to verify if the caller is the account holder?
positive identification
Provide the matrix for Wealth/VIPA clients, both SIMPLE and COMPLEX)
SIMPLE - 3 static | COMPLEX - 3 static, 1 negative